The Relationship Between Employee Job Satisfaction, Perceived Customer Satisfaction, Service Quality, and Profitability in Luxury Hotels in Kuala Lumpur

Singh, Harcharanjit; Saufi, Roselina Ahmad; Tasnim, Rahayu; Hussin, Maizaitulaidawati

doi:10.17010/pijom/2017/v10i1/109101

Cited by 15 publications

(8 citation statements)

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“…Job satisfaction literature has been studied in private sector organizations. Recent empirical studies have looked at service industries and service firms [9]. To our knowledge, there are almost no empirical studies exploring the employees' job satisfaction in the Mongolian public organization in the government register sector.…”

Section: Introductionmentioning

confidence: 99%

Organizational Climate and Work Style: The Missing Links for Sustainability of Leadership and Satisfied Employees

et al. 2018

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People try to find the role of government in today’s modern society. Citizens of any country look forward to benefit from government services. Although the government implements laws and policies in all areas of society, people only know about it through government’s services. We describe a good government’s service of organization, department, unit, and division that has an appropriate human strategy. Purpose: Purpose of this study is to investigate which factors have been missing that connects and maintains the sustainability between the leadership style and employees’ satisfaction in the government sector of Mongolia. More specifically, the purpose of the study is to investigate the missing link between leadership style and job satisfaction among Mongolian public sector employees. This study reiterates the mediating role of organizational climate (OC) and work style (WS) in a new proposed model. Methodology: The questionnaire is designed by a synthesis of existing constructs in current relevant literature. The research sample consisted of 143 officers who work in the primary and middle units of the territory and administration of Mongolia. Factor analysis, a reliability test, a collinearity test, and correlation analyses confirm the validity and reliability of the model. Multiple regression analysis, using Structural Equation Modeling (SEM), tests the hypotheses of the study. The sample of this study is chosen from the public organization. Mongolia is a developing country. This country needs good public leaders who can serve citizens. This study will be extended further. In addition, Mongolia really needs sufficient studies. Practical implications: This study has several important implications for studies related to organizational behavior and job satisfaction. Furthermore, the implications of these findings are beneficial to organizations aimed at improving policies and practices related to organizational behavior and human resource management. Regulators and supervisors of private or public organizations aiming to increase the level of their employees’ job satisfaction will also benefit from the findings. Therefore, this study’s new proposed model can be the basis of fundamental research to build a better human resource policy. Although the leadership style is an influential factor for job satisfaction, this study identifies the mediating missing links between the leadership style and employees’ job satisfaction. Findings: The findings of this research indicate that the organizational climate and work style complement and fully mediate the relationship between leadership style and job satisfaction. An appropriate leadership style is most effective when it matches the organizational climate as well as employees’ work style. Furthermore, a suitable organizational climate will increase the level of job satisfaction. If the work style of employees is respected and taken into consideration, the leadership style can find its way into job satisfaction. Originality/value: This study is the first to understand the motivators of job satisfaction in the government sector of Mongolia. This study suggests valuable findings for executive officers who are junior and primary unit’s officers of the register sector of government in Mongolia. The findings of this study help managers and executives in their effort develop and implement successful human resource strategies.

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Section: Introductionmentioning

confidence: 99%

Organizational Climate and Work Style: The Missing Links for Sustainability of Leadership and Satisfied Employees

et al. 2018

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“…2013), the brand and the performance of the hotel business can also have a major impact on profitability (Silvaa et al 2017). Some other studies suggest that employee job satisfaction can also affect profitability (Singh et al, 2017). Thus, so far, there have been very few studies on risk management and profitability in the business activities of hotel businesses.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Untitled

2022

alinteri

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The goal of creating, forming, and developing businesses in general and hotel businesses in particular has the ultimate goal of profit, high and stable profitability is the goal that any business However, due to the specific business line, in addition to the experience factor of the manager, the size and composition of the board of directors, the brand, the location of the hotel or the satisfaction of the customers. customers and employees... decide the profitability of the hotel business, sustainable factors such as types of risks may be encountered: Risks on hotel development strategy; Brand reputation risk; Financial risks… also have a significant impact. The problem is how to strengthen the risk management that hotel businesses face in business and at the same time increase the profitability of the business.In practice, there are many methods to measure risk, but one of the most widely accepted methods of predicting risk and bankruptcy today is the US economist's Z-score. Edward I. Altman, New York University faculty member set. In the US, about 95% of bankruptcies are forecast from the Z-score one year before bankruptcy, but this rate drops to just 74% for 2-year forecasts. From the initial Z-index forecast, Professor Edward I. Altman has developed it into Z' and Z'' to be applicable to each type and industry of the business. The Z'' coefficient is similar to the S&P credit rating.

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“…Pelayanan yang sesuai atau melebihi ekspektasi pelanggan akan memberikan kepuasan batin setiap karyawan. Penelitian terdahulu tentang hubungan dan pengaruh kualitas pelayanan dan kepuasan kerja karyawan telah banyak dilakukan, di antaranya adalah oleh Al-Ababneh et al (2018); Singh et al (2017). Penelitian-penelitian tersebut menyebutkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan kerja karyawan.…”

Section: Kajian Pustakaunclassified

“…Oleh karena itu, kualitas pelayanan mempunyai pengaruh positif dan signifikan dengan konstruk kepuasan kerja sehingga hipotesis ketiga (H3) diterima. Hasil ini sesuai penelitianyang membuktikan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan kerja (Al-Ababneh et al, 2018;Singh et al, 2017)…”

Section: Kualitas Pelayananterhadap Kepuasan Kerja Karyawanunclassified

Analisis Pengaruh Religiusitas dan Kualitas Pelayanan terhadap Kepuasan Kerja: Studi Kasus pada Karyawan Industri Manufaktur

Novitasari

Asbari²,

Sasono³

2021

JMSAB

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Penelitian ini bertujuan untuk menganalisis pengaruh religiusitas dan kualitas pelayanan (service quality) terhadap kepuasan kerja pada karyawan industri manufaktur, dengan mengambil sampel sebanyak 105 orang karyawan dari salah satu perusahaan industry manufaktur di Jawa Barat. Metode pengumpulan data menggunakan kuesioner. Metode analisis menggunakan Structural Equation Modeling (SEM), Smart PLS v.3.0. Hasil penelitian menunjukkan bahwa, religiusitas berpengaruh positif signifikan terhadap kualitas pelayanan. Religiusitas berpengaruh positif dan signifikan terhadap kepuasan kerja karyawan, dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan kerja karyawan. Hasil penelitan dapat digunakan sebagai dasar untuk meningkatkan dan memelihara kepuasan kerja karyawan pada industry manufaktur melalui peningkatan religiusitas dan kualitas pelayanan karyawan. Serta membangun kesiapan karyawan untuk menghadapi dunia industry yang makin sadar spiritual.

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The Relationship Between Employee Job Satisfaction, Perceived Customer Satisfaction, Service Quality, and Profitability in Luxury Hotels in Kuala Lumpur

Cited by 15 publications

References 0 publications

Organizational Climate and Work Style: The Missing Links for Sustainability of Leadership and Satisfied Employees

Organizational Climate and Work Style: The Missing Links for Sustainability of Leadership and Satisfied Employees

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Analisis Pengaruh Religiusitas dan Kualitas Pelayanan terhadap Kepuasan Kerja: Studi Kasus pada Karyawan Industri Manufaktur

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